Managed Services

As your high-valued, key resources engage with strategic and newer initiatives, our team may be able to relieve them from day-to-day operations and upkeep of your systems, applications and processes.

The intent of our Managed Services offering is to maintain the same high-standard of support as your user group expects, with equal responsiveness, with tremendous cost-benefit potential.

Core Components of Managed Services

The following aspects of IT and IS support activities may be broadly classified under our services:

  1. Application Support and Enhancement
    1. Application Monitoring and Support
    2. Process Improvements & Minor Enhancements
    3. Application Reengineering and Migration to Newer Platforms
    4. Proactive Redesign based on Defect Density
  2. IT and Infrastructure Support
    1. Support Database, Network, Connectivity and Usage
    2. Maintain Disaster Recovery (DR) and Business Continuity framework
    3. Support Cloud strategy, including on-premise and captive Data Center resources
    4. Monitor Hardware and Software Asset Management principles
  3. User Support and Helpdesk
    1. Establish and maintain Helpdesk to handle first-level requests
    2. Uphold established Service Level Agreement (SLA) for internal and external user-community
    3. Diagnose and channel resolution thru appropriate 2nd/3rd level support teams (internal or external/3rd party)
    4. Document and control user support thru a Change Management process

Around the Clock Support and Change Management Process

Our 24X7 Helpdesk can facilitate incoming calls / emails to integrate with a formal Change Management (CM) process. Such a CM process may utilize an industry-standard foundation (such as Service Now, Remedy, etc.) or be built upon your current in-house tools / practices.

With the advent of newer technologies, it is possible to explore self-service options in the CM process, reducing cost, time and response time for repetitive, time-sensitive user requests.

Based on your corporate strategy, multiple benefits may be leveraged:

  • Outsource critical support items at great ROI
  • Expand availability of specialized skills across multiple geographies
  • Extend support hours utilizing time-zone advantage at no disadvantage to the resources
  • Enable key resources to participate in value-added activities
  • Institute a natural DR strategy at no additional cost
  • Improve user satisfaction while reducing cost of support

Flexible Engagement Models

Based on your internal strategy, our team is available to engage flexibly in any form of support for different asset-bases of your organization. Some examples are:

  • SLA-based outsourcing of functions/activities
  • Collaborative support, as an extension to your IT/IS team
  • SaaS (Software as a Service), IaaS (Infrastructure as a Service), Transactional model for relevant components of your environment
  • Dedicated Capacity, deployed under your team’s discretion
  • Hybrid model, at optimum combination of several models, to suit your strategic vision